We will give careful attention to your complaint about an Australian Government department or agency, and if it raises a matter that we can and should investigate, we will do so as quickly as practicable, acting fairly, independently and impartially. We will indicate how long it may take to deal with your complaint, and provide the name of a contact person at our office. If the complaint is justified, we will suggest changes to resolve the problem.
If we do not investigate your complaint, we will explain clearly why, and suggest an alternative avenue for resolving the problem if we know of one. We will usually recommend that you try to sort out your complaint with the agency before approaching our office.
Our standards of service are set out in greater detail in our service charter. We would welcome your feedback and suggestions about the standards, as well as on our performance.